Identity Management Officer

at  Heathrow

Heathrow is a city within a city, through which millions travel every year. As one of the world’s busiest airports, we never stand still – and neither does our Security team. Keeping our passengers and stakeholders safe whilst providing excellent customer service is a complex job, but it’s a rewarding one.
Our Security team brings together compliance, intelligence, risk, product and operational delivery across our vast estate. We’re constantly innovating, with the latest technology and new processes to drive excellence and reduce risk everywhere.
Join us and you’ll connect with people from different cultures, nationalities and experiences, as we work together to give passengers the best airport service in the world. Alongside this, the Security team works with a broad range of external stakeholders such as government, airline partners and baggage handlers, as well as ensuring excellent relationships with internal teams.
Such variety means there are endless opportunities to grow your skills and develop your career with us, within Security and across our whole business. Our team will help you to be at your best, supporting you to learn and backing you to achieve more than you might ever have imagined. Join us and discover a world of fresh possibilities every day.
As an Identity Management Officer at Heathrow Airport ID Centre and take on a crucial role in maintaining the high standards set by Heathrow Security and the Department for Transport Statutory. Your role will be to ensure the ID Pass Scheme meets these rigorous standards while delivering exceptional service to our customers.
In this role, you’ll be responsible for both pass administration tasks and pass issuing and ensuring that all application details are compliant. Your duties will include reviewing and evaluating application details, conducting security interviews, and supporting the wider Team Heathrow in various ID Pass-linked initiatives.
Successful candidates will excel in customer service, possess meticulous attention to detail, and contribute to enhancing operational efficiency through their work.

This role is a 12 month Fixed Term Contract and has both Shift Work and Monday-Friday hours available. However, spaces are limited and flexibility is needed from successful candidates.

• Providing excellent service and support to all customers and partners whilst maintaining exceptional standards
• Reviewing and assessing ID pass applications, onboarding of new organisations and ongoing maintenance of the ID Pass scheme. Ensuring compliance against legislation and the Heathrow ID Pass Standard
• Undertaking a wide range of ID-related activities including verification, conducting security interviews, and supporting Team Heathrow in ID Pass-linked initiatives
• Ensuring data is inputted accurately onto relevant systems and records are maintained to the required standard
• Taking part in projects, initiatives and other duties to support the operation and personal development
• Supporting stakeholders through the Customer Care Team by answering queries by telephone or email
• Experience in the use of Microsoft applications including Outlook and Excel
• Professional communication skills, via email, phone, and face-to-face with a wide range of internal and external stakeholders
• The confidence to plan, adapt and make decisions independently
• Data Entry and verification experience where a high level of accuracy is essential
• Experience working in a fast-paced customer service environment whilst delivering a high quality and personalised service to customers

• Providing excellent service and support to all customers and partners whilst maintaining exceptional standards
• Reviewing and assessing ID pass applications, onboarding of new organisations and ongoing maintenance of the ID Pass scheme. Ensuring compliance against legislation and the Heathrow ID Pass Standard
• Undertaking a wide range of ID-related activities including verification, conducting security interviews, and supporting Team Heathrow in ID Pass-linked initiatives
• Ensuring data is inputted accurately onto relevant systems and records are maintained to the required standard
• Taking part in projects, initiatives and other duties to support the operation and personal development
• Supporting stakeholders through the Customer Care Team by answering queries by telephone or email
• Experience in the use of Microsoft applications including Outlook and Excel
• Professional communication skills, via email, phone, and face-to-face with a wide range of internal and external stakeholders
• The confidence to plan, adapt and make decisions independently
• Data Entry and verification experience where a high level of accuracy is essential
• Experience working in a fast-paced customer service environment whilst delivering a high quality and personalised service to customer